FAQs | HUNA
Welcome to the Shophuna Help Center! We believe shopping online should be smooth, transparent, and completely stress-free. Below, you’ll find detailed answers to every step of your shopping journey. If you can't find what you're looking for, our friendly support team is always just a quick message away.
1. Orders & Tracking
- How do I place an order on Shophuna?
Simply browse our website, select your desired items, choose any relevant options (like size or color), and click Add to Cart. When you’re ready, click the shopping cart icon at the top right, review your items, and proceed to checkout. Follow the step-by-step prompts to enter your shipping address and payment method.
- How long will it take for my package to arrive?
• Standard Local Delivery: Typically takes 1 business days.
• Express / Same-Day Delivery: Available for select urban locations if ordered before 5:00 PM.
(Note: Orders placed on Fridays, Saturday or public holidays are processed on the next business day.)
- How can I track my order status in real time?
The moment your order is dispatched, you will receive an automated notification via WhatsApp and email. This message includes your unique tracking number and a direct link to our delivery tracking page, where you can check your estimated delivery time and follow your order’s progress.
You can also track your order status in real time through your profile on ShopHuna by accessing your order details.
- Can I modify my shipping address or items after placing an order?
We pride ourselves on fast fulfillment, so our system begins processing orders almost immediately! If you need to make changes:
1. Contact us immediately via WhatsApp with your Order ID.
2. If the package hasn't left our fulfillment center, we will gladly edit your cart or address.
3. If it has already been handed off to the driver, we will coordinate with the driver to update your delivery preferences.
- How do I place an order as a gift?
To place an order as a gift on HUNA, follow these steps:
-
- Select the item you would like to gift.
- Click on the gift icon on the product page.
- Proceed to checkout and enter your details.
- If you want the gift to be delivered directly to the gift recipient, select “Use a different billing address” and enter the recipient’s address.
- If you want the gift delivered to your own address, simply use your own address at checkout.
Your gift will then be delivered to the address provided at checkout.
2. Payments & Checkout Options
- What payment methods can I use at checkout?
We support a wide range of flexible, localized payment options to make checkout seamless:
• Cash on Delivery (COD): Pay directly to the courier driver when your parcel arrives at your doorstep.
• Credit / Debit Cards: We accept Visa, Mastercard, and American Express.
• CliQ / Direct Instant Transfers: Fast, zero-fee direct local bank payments.
• Apple Pay: Available for customers using iOS devices.
- Is my personal and financial information secure?
Absolutely. We take security seriously. Shophuna uses 256-bit SSL encryption across the entire storefront, and card payments are processed via PCI-DSS Compliant payment gateways. We never store, view, or sell your credit card details.
- Why did my card payment fail?
Payment failures usually happen due to mistyped card numbers, expired cards, or 3D-Secure SMS authorization timeouts from your issuing bank. Please double-check your details and try again. Alternatively, you can select Cash on Delivery or CliQ to complete your order without delay.
3. Returns, Exchanges & Refunds
- What is Shophuna’s return policy?
We want you to shop with 100% confidence. You can find the return policy for each product directly under its product card.
• To be eligible, items must be unopened, unused, in original condition, and accompanied by all original tags and packaging.
• Exclusions: Due to hygiene and health standards, certain product categories (such as personal care items, cosmetics, or undergarments) cannot be returned once unsealed unless defective.
- How do I initiate a return or exchange?
1. Reach out to our customer support team on WhatsApp at [+962 79 122 2753] or via email (hello@shophuna.com) with your order Number and a photo of the item(s).
2. Our team will verify the request and schedule a pickup directly from your address.
3. Our delivery driver will collect the item from your address, and you will receive your refund once the return is processed.
- How long does it take to receive my refund?
Once we receive the returned item and it passes quality inspection (usually within 24–48 hours of arrival):
• Card Payments: Refunds are sent back to your original payment card. Depending on your bank, it may take 14 business days to reflect on your statement.
• Cash on Delivery & CliQ Orders: Refunds are issued instantly as Shophuna Store Credit, or sent via CliQ/Instant Bank Transfer within 2 business days based on your choice.
4. Products, Stock & Promotions
- Are all products on Shophuna 100% authentic?
Yes, 100%. We partner directly with verified distributors, official brand representatives, and trusted local suppliers to guarantee that every single item sold on Shophuna is genuine and high-quality.
- What should I do if an item I want is out of stock?
On the product page, click the 'Notify Me When Available' button and enter your email or phone number. As soon as our inventory updates, you’ll get an automatic alert!
- How do promo codes and discount coupons work?
If you have a discount code, enter it in the 'Promo Code / Discount' field on the checkout page and click Apply. The total amount will update automatically before you complete your payment. (Note: Promo codes cannot be combined on items already marked with clearout discounts).
5. Customer Care & Support
- How can I reach human support if I need help?
We’re here for you every step of the way!
• WhatsApp Support: Click the chat button on our website for instant assistance during working hours.
• Email: Write to us at hello@shophuna.com (we respond within 24 hours).
• Customer Care Hours: Sunday through Thursday, 9:00 AM – 11:00 AM.
